The decision
Develop messages from verified features, care scope and practical family questions. Ask the accountable provider to review care descriptions and avoid implying unsubstantiated outcomes.
Rehearse this before accepting the change
Ask a family-facing staff member to explain each message using current evidence.
Use fictional examples and an authorised test environment. Record what happened, the evidence you inspected and any issue that still needs a responsible owner.
Choose a useful measure
Count messages that remain vague or unsupported.
Agree the definition and baseline with the team doing the work. Review the result over a comparable period and note other changes that could affect it.
Your planning worksheet
Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.
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Further reading
These primary sources provide additional context for the project decisions above.
Related decisions
Turn the brief into a working service
Kay & Co. can help you scope the work, design the experience and deliver the right solution for your organisation.